Incident Management's workflow is simple! Customer calls the helpdesk, helpdesk logs a ticket, assigns it to onsite engineers, engineer goes onsite to help customer resolve the problem. What’s there more to talk about?

Such statements are not wrong and genuinely reflects the overall picture, but anyone who has real job experience with this workflow will tell you there is a lot more to that, and a good management tool is really important in an organization.

Here are some of the areas to look out for when you put the whole flow under a magnifying glass:

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BMC Atrium Orchestrator (BAO) is an IT process automation solution that allows IT personnel to create workflows across applications, platforms, and tools to orchestrate critical activities for compliance, security, and competitive edge.